ROLE PROFILE

Role Title: Service Desk Advisor

BTL successfully supplies the largest and most prestigious Awarding Bodies in the country with its high-end software solution “Surpass” which enables the creation and delivery of millions of exams each year. Now BTL has launched a much lower cost SaaS solution and has ambitious worldwide sales plans.

We are now looking to recruit a Service Desk Advisor. Telephone and email support is required to handle enquiries from our increasing number of external customers. This is a great opportunity for an individual with problem solving capabilities and excellent customer service skills.

Role Purpose:
In joining the Service Desk team you will be required to provide customer support nationally and internationally for a wide variety of products and systems. Customer focused assistance will be delivered both via telephone and email. A strong technical aptitude is required to meet the demands of the role, although training on specific products will be provided. Excellent communication skills (particularly using the telephone) and organisational ability are a must for this important role.
Accountabilities:
·  Responding to telephone enquiries from customers
·  Providing confident and effective support to callers who span the full range of IT literacy
·  Effective logging of full call details for future reference, or passing to colleagues
·  Documentation of FAQs, standard fixes and procedures
·  Utilising knowledge of typical users’ environments (i.e. Windows)
·  Providing troubleshooting advice to customers
·  Extending support to new products as they are introduced
·  Any other duties considered to be commensurate with the level of this role, which may reasonably be required of you.

Salary package:

·  Negotiable according to experience

·  Hours - 35 per week – with additional hours as required

·  25 days holiday per year (Jan-Dec)

·  Upon successful completion of your 3 month probation period you will be entitled to join the company’s Group Personal Pension Scheme, whereby BTL will match employee contributions up to 3%

·  After your probation period you will be entitled to join the company’s Bupa Healthcare scheme and Medicash cash plan scheme

·  Additional benefits include life assurance, childcare voucher scheme, cycle to work scheme, MetroCard scheme, Employee Assistance Programme.


PERSON SPECIFICATION

Service Desk Advisor

Essential / Desirable

Key Skills and Abilities

/ ·  Technical Capability – experience of using Windows; IT literate; strong technical ability
·  Communication – good written and oral communication skills; strong telephone skills are vital
·  Problem Solving and Innovation – demonstrates a capacity for troubleshooting; retains knowledge to provide solutions to problems
·  Learning Ability – displays ability and enthusiasm to learn new skills; adept at comprehending new ideas in order to provide support to new products
·  Planning and Organising – can prioritise to meet tight deadlines; highly organised and records information in structured manner
·  Works Collaboratively – a desire and ability to work collaboratively with colleagues; a team player with excellent interpersonal skills
·  Quality Focus – attention to detail and a commitment to meticulous accuracy; records details of calls with a high degree of precision
·  Determination – drive to deliver agreed outcomes and raise standards of performance; ability to work independently
·  Flexibility and Adaptability – demonstrates a versatile attitude, adapting to suit work demands / ·  Technical Capability – knowledge of any other software / applications an advantage
·  Planning and Organising – Experience of working to Service Level Agreement response times

Knowledge and Experience

/ ·  Experience in a customer service role (experience on a technical service desk or call centre environment beneficial) / ·  Familiarity with education / e-learning / e-assessment
Special Conditions / ·  Willingness to work flexible hours, to allow the team to potentially cover hours beyond 9-5
Education and Qualifications / ·  Degree or equivalent in any discipline